Keynote® Competitive Research, the industry analysis group of Keynote Systems (Nasdaq: KEYN), today announced the Bank of America Web site regained the top spot for ‘Overall Score’ with the latest edition of the Keynote Banker Scorecard. Previous winner Citibank finished second, followed by Chase and Wells Fargo, which tied for third.
The Keynote Banker Scorecard, entering its 11th year and one of seven Keynote Scorecards for Financial Services, evaluates public and online banking Web sites of 26 leading consumer banks against a set of 343 fact-based best practice criteria. The Scorecard evaluates sites across five important banking tasks, such as Open Account and Transact and across four dimensions of customer experience: Functionality, Ease of Use, Privacy & Security and Quality & Availability. Keynote developed the Scorecard criteria through observing and interviewing thousands of live users as they interacted with banks’ public and online banking sites, interviewing dozens of banks and working with user experience and privacy and security experts.
The Q1 2009 Scorecard, released to clients in March and updating the Q2 2008 Banker Scorecard, revealed several trends in banks’ online acquisition and servicing strategies. Of the 26 banks tracked, 15 now allow new-to-bank applicants to start using a checking account opened online without a hard signature, marking the first time a majority has offered this critical online acquisition feature. Since the Q2 2008 Scorecard, five more banks rolled out mobile banking. With these implementations, the majority of Scorecard banks offer SMS, WAP and/or rich-client mobile banking. Most Scorecard banks now offer the ability to transfer funds to and from customers’ accounts at other banks.
In addition to Bank of America, task and category winners included Chase and Citibank, while SunTrust showed the most improvement in its Overall ranking.
Banks that were studied as part of the Q1 2009 Keynote Banker Scorecard include: Bank of America (NYSE: BAC); Citigroup (NYSE: C); Chase (NYSE: JPM); Wells Fargo (NYSE: WFC); Wachovia (NYSE: WFC); Huntington (Nasdaq: HBAN); SunTrust Bank (NYSE: STI); Washington Mutual (NYSE: JPM); E*TRADE Bank (Nasdaq: ETFC); PNC Bank (NYSE: PNC); KeyBank (NYSE: KEY); National City Bank (NYSE: PNC); U.S. Bank (NYSE: USB); Capital One (NYSE: COF); M&I Bank (NYSE:MI); BB&T (NYSE: BBT); Union Bank (Nasdaq: UNB); First national Bank of Omaha (OTC: FINN.PK); Citizens Bank (Nasdaq: CRBC); Fifth Third (Nasdaq: FITB); Webster Bank (NYSE: WBS); First Tennessee Bank (NYSE: FHN); Regions (NYSE: RF); HSBC (NYSE: HBC); Sovereign (NYSE: SOV-PC); TD Bank (NYSE: TD).
About Keynote
Keynote Systems (Nasdaq “KEYN”) is the global leader in on-demand test & measurement solutions for continuously improving the online experience. For over a decade, Keynote has been providing measurement data and testing capabilities that allow companies to understand and improve their customers’ online and mobile experience. Keynote has four test and measurement businesses: Web performance, mobile quality, streaming & VoIP, and customer experience/UX.
Known as The Mobile and Internet Performance Authority™, Keynote has a market-leading infrastructure of 2,600 measurement computers and mobile devices in over 240 locations around the world. Keynote’s 2,800 customers represent top Internet and mobile companies including American Express, Dell, Disney, eBay, E*TRADE, Expedia, Microsoft, SonyEricsson, Sprint, T-Mobile, Verizon, Vodafone and YouTube.
Keynote Systems, Inc. is headquartered in San Mateo, California and can be reached at www.keynote.com or by phone in the U.S. at 1-800-KEYNOTE.
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